Frank Doyle#101, 8119 – 121 Avenue, Edmonton, AB., T5B 0Y9

Phone (780) 288-4239 Email: fdoyle@shaw.ca

PROFILE SUMMARY Resourceful and detail-oriented Skilled problem-solver and multi-tasker

SKILLS OVERVIEW Extensive knowledge and experience in the technical support field. Proven analytical and problem-solving skills. Extensive experience in providing exceptional customer service. Able to meet deadlines within set time frames.

EMPLOYMENT HISTORYIBM Canada Contractor (Kelly Services), Helpdesk Agent Tier 2 Support/Trainer May 2011 – January 2016

Reset passwords for AHS clients, providing access to Netcare, PIN, PD, AODTR and other AHS applications. Reset passwords and unlock user accounts using Active Directory Server 2008 Reset pin numbers for RSA key FOB’s (Secure Tokens). Troubleshoot and resolve issues regarding MS Outlook 2010, Lync 2010 and other MS Office applications. Provided training for new Helpdesk agents. Develop education materials for instructing new Helpdesk Agents. Diagnose and setup onsite service for hardware issues. Remove viruses and malware. Participated in the Windows 7 rollout for the Alberta Human Services Ministry. Resolve issues regarding Windows 7, Java and Internet Explorer. Provide assistance for the setup of adding network printers. Documented calls using Tivoli Service Desktop software. Configure access to email accounts on Mobile Devices (Iphones, Ipads, Blackberries) Remote connected with computer systems to resolve software issues or to fulfill service requests. Provided after hours on-call support

Stantec Consulting, Edmonton, AB., Service Desk Analyst February 2009 – September 2010 Provided support for Oracle 11i E-Business Suite software. Created network accounts and email accounts for end users using Active Directory Windows Server 2003. Disabling and enabling user accounts Configure access to email accounts on Blackberry devices. Provided support for Office 2007, Outlook 2003, Office XP and Adobe products. Resolved network and VPN connection issues. Created FTP sites and provided support for accessing FTP sites. Reset passwords using Active Directory Server 2003. Reset end user passwords to the Oracle 11i E-Business Suite software. Assisted end users in mapping to network printers and drives. Submitted technical solutions to the Stantec knowledge base. Provided after hours on-call support. Used HEAT Helpdesk software (Frontrange Solutions) to document phone calls and email requests. Remote connected with systems to resolve technical issues or to fulfill service requests.

Shaw Cable Systems G.P., Edmonton, AB., Technical Support Representative July 2008 – Nov 2008 Provided internet and television support for Edmonton area residential customers. Setup and configure digital television terminals and cable modems. Consulted with unsatisfied customers and provided resolutions for their complaints. Setup internet and email access for Apple and Windows PC users. Documented phone calls and setup onsite service.

Dell Canada, Edmonton, AB., Technical Support Representative 2005 – April 2008 Acted as a work from home agent, providing on call support for Dell business customers in the United

States. Provided on call technical support for Dell onsite technicians located across the United States. Resolved hardware and software issues concerning Dell Optiplex desktop systems and Latitude

notebooks. Setup onsite repairs and parts dispatch to resolve hardware issues. Assisted customers in reinstalling Windows XP and Vista, including the necessary software drivers. Follow up with customers to ensure that their onsite service or their hardware parts have been received. Generated reports and displayed a PowerPoint presentation for other team members on the subject of

performance metrics.

Convergys Canada, Edmonton, AB 2000 – 2005Call Center Agent (CCA)Senior Technical Associate, HP Pavilion ProjectWindows XP Support Agent, Microsoft ProjectHigh Speed Internet Support Agent, Comcast Project Documented phone calls and setup services such as dispatching parts, onsite repair or create a return to

depot service Provide assistance to other call centre agents regarding technical issues, warranty policies, and service

processes. Provided support for Comcast High Speed Internet, HP Pavilion computers, and Microsoft Windows XP. Provided on call technical support for other technicians (HP Authorized Service Providers located across

the United States). Handled escalated calls from unsatisfied HP customers and provided solutions. Assisted Microsoft customers in removing viruses and spyware from their Windows XP operating system. Resolved issues regarding Microsoft windows updates to Windows XP. Restore Windows XP from a corrupt registry. Assisted Microsoft customers in copying data from a corrupt user profile to a new user profile within

Windows XP. Resolved issues concerning the connection to secure Web sites in Internet Explorer (such as online bank

websites).

EDUCATION AND SPECIAL TRAINING Network Learning Masters, Edmonton, AB., A+ Certificate IBM Education and Training, Edmonton, AB., OS/2 LAN Server 4.0 Admin I Course,

OS/2 Warp Connect Course and IBM Server Technical Training Course Grant MacEwan University, Edmonton, AB., Setting Up and Troubleshooting a Novell Network Course Memorial University of Newfoundland, St. John’s, NL., Various Computer Courses Keyin Technical College, St. John’s, NL., Computer Studies Diploma Cabot Institute, St. John’s, NL., Accounting Diploma

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